Essay About Chief Operations Officer And Telephone Order Process

Reducing Hangups at Georgia Outdoor Liquidators (gol)
Team Presentation – Case Reducing Hangups at GOLErnesto González CarranzaMarlene Margarita Rangel GaonaDayana Rodríguez CuevasManuel Alejandro Zapata ValdésCity University of Seattle  Case Reducing Hangups at GOLExecutive Summary Georgia Outdoor Liquidators (GOL) is a small retailer of recreation merchandise created in 1996 by Dan Terriat. Its primary mood of selling is through a catalog and website. Right now, the objective of the manager is to eliminate the telephone orders and start focusing entirely on e-commerce. However, the chief operations officer, Gretchen Beck, told Dan that eliminating the telephone contact with customers is not the most appropriate thing to do because phone orders represent 38 percent of the GOL sales. Gretchen reviewed the telephone order process, which is represented in the following diagram.[pic 1][pic 2][pic 3][pic 4][pic 5][pic 6]Problem The CEO of GOL company, Dan Terriat, wants to eliminate the cost that cost associated with the telephone order process, which is labor costs associated with the staffing phones.The telephone order process is long and stressful; customers can get tired and bored giving, as a result, their cancel of the order or losing them as customers. This process is affecting the customer satisfaction and GOL needs to increase the quality in the purchase order process. Catalog sales limit the market that can be reached.Possible solutionsThe company has an old sale process that does not allow them to take the proper advantage of the resources the company has, and the company’s lack of innovation will make the sales to decrease.  A restructuring of the sales process is necessary if the company wants to cover more portion of the market and obtain a greater profit margin, it needs to be able to increase its sales capacity without increasing the current costs of it.